VP of Product Support | Housing at EliseAI

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Housing, HealthcareIndustries

Requirements

5+ years of experience in scaled support operations
3+ years leading large teams in SaaS

Responsibilities

Own the vision and strategy for end-user support, aligning support outcomes with EliseAI’s mission to deliver seamless prospect and resident experiences
Build our first end-user support function, separate from our B2B support
Scale operations to 5,000+ tickets/week while maintaining best-in-class CSAT, response times, and resolution rates
Build proactive, scalable systems (automation, self-service, AI-powered workflows, expansion of support channels like live chat or voice) to reduce inbound volume and improve efficiency
Establish and oversee incident and emergency response frameworks, ensuring timely, transparent, and empathetic communication to residents, prospects, and clients during critical events
Design a data-driven support model: build dashboards, set KPIs, and track performance across SLAs, backlog, FCR, and consumer sentiment
Drive a Voice of the End-User program, ensuring systemic issues and product insights are fed back into Product and Engineering roadmaps
Partner with Customer Success and Product to reduce repeat issues, improve supportability, and drive down contacts per user
Develop a strong leadership bench and organizational design, ensuring the team can scale sustainably as volume grows
Champion a culture of empathy and excellence, balancing efficiency with the human touch required in high-stakes housing and healthcare contexts
Represent support at the executive level, communicating operational health, user sentiment, and incident updates with clarity and authority

Skills

Key technologies and capabilities for this role

Support OperationsCustomer SupportCSAT ManagementIncident ManagementStrategic PlanningOperations ScalingEmergency ResponseTicket Management

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This is an onsite position.

What are the key responsibilities for this VP of Product Support role?

Key responsibilities include owning the vision and strategy for end-user support, scaling operations to handle 5,000+ tickets per week while maintaining high CSAT, building scalable systems with automation and AI, establishing incident response frameworks, designing data-driven models with KPIs, and driving a Voice of the End-User program.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does EliseAI's company culture or mission focus on?

EliseAI focuses on improving housing and healthcare by integrating AI agents into workflows to make them more efficient, reduce costs, and enhance experiences, with a recent $250 million Series E round to accelerate this mission.

What experience makes a strong candidate for this VP role?

Strong candidates will have experience leading support operations at scale, managing high-volume tickets with excellent CSAT, building incident response frameworks, implementing data-driven KPIs, and partnering with Product and Engineering to incorporate user feedback.

EliseAI

Conversational AI solutions for businesses

About EliseAI

EliseAI provides conversational artificial intelligence solutions tailored for businesses in the real estate and healthcare sectors. The platform automates customer interactions and operational workflows, integrating with existing systems like Property Management Systems and Customer Relationship Management systems. For real estate clients, EliseAI streamlines the leasing process with tools for automated tour scheduling and virtual tour management, allowing potential renters to receive responses and schedule appointments 24/7. In healthcare, EliseAI acts as an AI assistant to manage patient inquiries and appointment scheduling, enhancing efficiency in medical facilities. The company operates on a Software-as-a-Service model, charging subscription fees based on service levels and customization. EliseAI's goal is to improve operational efficiency and customer satisfaction by automating routine tasks and providing valuable insights through analytics.

New York City, New YorkHeadquarters

2017Year Founded

$138MTotal Funding

SERIES_DCompany Stage

Enterprise Software, AI & Machine Learning, Real Estate, HealthcareIndustries

201-500Employees

Benefits

Equity in the company in the form of stock options

Medical, Dental and Vision premiums covered at 100%

Fully paid parental leave

Commuter benefits

401k benefits

Monthly fitness stipend

Fun company social events through our Elise and the City program

Unlimited vacation and paid holidays

Risks

Increased competition from companies like Colleen AI and Funnel may erode market share.

Expansion into healthcare faces challenges due to regulatory requirements and integration issues.

Reliance on proprietary technology poses risks if competitors develop superior solutions.

Differentiation

EliseAI integrates seamlessly with PMS, CRM, and calendar applications for efficient communication.

The platform handles 50% of tour appointments, with 27% scheduled after business hours.

EliseAI supports multiple languages, enhancing its utility in diverse markets.

Upsides

EliseAI's Series D funding of $75M boosts its market expansion and product development.

The platform's AI-driven predictive analytics improve rental pricing and occupancy forecasting.

Growing demand for AI in telehealth services aligns with EliseAI's HealthAI expansion.

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